The Call Center Team Lead oversees the daily operations of a public health call center, ensuring efficient and effective service delivery. This role involves managing a team of call center representatives, including union workers, to provide high-quality customer service and support for public health initiatives.

Key Responsibilities:

• Team Management : Hire, train, and supervise call center staff, ensuring compliance with union agreements and public health standards.
• Operational Oversight : Monitor call center performance, implement process improvements, and ensure adherence to public health protocols.
• Union Relations : Collaborate with union representatives to address worker concerns, negotiate agreements, and maintain a positive working environment.
• Customer Service : Resolve escalated customer issues, ensure high levels of customer satisfaction, and maintain service quality.
• Reporting and Analysis : Track key performance metrics, prepare reports, and analyze data to improve call center operations.
• Compliance : Ensure all activities comply with public health regulations and union contracts.

Qualifications:

• Education : Bachelor’s degree in public health, Business Administration, or a related field.
• Experience : Proven experience in call center management, preferably in a public health setting, and experience managing unionized employees.
• Skills : Strong leadership, communication, and problem-solving skills. Ability to work collaboratively with union representatives and other stakeholders.